Level 1 Technical Engineer

The Level 1 Technical Engineer will be responsible for handling incoming support requests by telephone or ticketing system efficiently with stellar customer service.

As a Member of our Service Desk Team, you will need to be prepared to diagnose, troubleshoot, and solve basic hardware and software issues.

JOB DESCRIPTION & DUTIES OF THE JOB:

· Provide Technical Support to a wide range of clients

· Configure and install computers, networking equipment, and other related hardware as needed

· Maintain professional and service-oriented behavior on the phone and on site with clients

· Acquire and maintain CJIS compliance (background check and fingerprinting required)

· Achieve and Maintain team goals for metrics (30-minute average resolution time, 15-minute average response time)

METRICS OF THE JOB:

· Ticket efficiencies: 

• Average ticket response time - 15-minutes
• Average ticket resolution time - 30-minutes

· Customer Surveys (ticket surveys, monthly surveys)

· 6-hour daily model

  REQUIRED QUALIFICATIONS AND SKILLS:

· 2 years of related experience OR education

         o Related experience includes but not limited to:

                  § Prior work at a MSP (Managed Services Provider)

                  § Prior Help Desk Experience

                  § Troubleshooting Computers, Servers, and/or networking equipment

                  § Experience with Windows Server, Microsoft 365 Admin portal, Hyper-V

                  § Experience working with Watchguard or Unifi products

· CompTIA A+ Certificate (Heavily preferred)

· Ability to troubleshoot a variety of IT related issues in a business network environment

· Good Communication Skills

JOB REQUIREMENTS:

· Valid Driver’s license with good driving record

· Able to pass a background check

· US Work Authorization required

· Duties may require being on call periodically and working outside normal working hours

· Ability to lift 50 lbs - standard computer equipment (PCs, Printers, etc)

· Able to commute to our office daily or willing to relocate